Refund policy

We hope you enjoy your Opal Abode purchase. If something is not right, please contact us so we can help.

This policy includes our voluntary change-of-mind terms and your separate rights under the Australian Consumer Law. Our voluntary time limits and exclusions do not remove or restrict any rights you may have for a faulty, unsafe, incorrectly described or otherwise non-compliant product.

Change-of-mind returns

You may request a change-of-mind return within 14 calendar days after delivery.

To qualify, the product must be:

  • unused, unwashed and in its original condition;

  • complete with all parts, accessories, instructions and promotional items supplied with it;

  • in its original packaging, with labels and seals intact where applicable; and

  • accompanied by proof of purchase from Opal Abode.

We may decline a voluntary change-of-mind return if the product has been used, damaged after delivery, assembled, altered, washed, marked, or returned incomplete or without suitable packaging.

Sale and clearance products

Sale and clearance products are not eligible for a voluntary change-of-mind return or exchange.

This exclusion does not apply where customers are entitled to a remedy under the Australian Consumer Law.

Starting a return

Before sending anything back, email hassi.ac@gmail.com with:

  • your order number;

  • the product you wish to return;

  • the reason for the return; and

  • photographs where they are relevant to the request.

If the return is approved, we will provide return instructions and the authorised return address. Please do not send products to Amazon or to an address found on a parcel label unless we specifically instruct you to do so. Unauthorised returns may be delayed or may not reach us.

Change-of-mind return costs

For an approved change-of-mind return:

  • you are responsible for the return postage and safe packaging;

  • we recommend using a tracked service and keeping the lodgement receipt;

  • the original delivery charge is not refundable; and

  • any new delivery charge for an exchange may be payable before dispatch.

These costs do not apply where Opal Abode is responsible for the return under the Australian Consumer Law.

Exchanges

We accept eligible exchange requests made within the same 14-day period. Exchanges are subject to product availability and inspection of the returned product.

If the replacement product has a different price, we will let you know how the difference will be handled before completing the exchange. If the requested replacement is unavailable, you may choose another available product or receive a refund for the eligible returned product.

Faulty, damaged or incorrect products

If a product is faulty, unsafe, damaged on arrival, significantly different from its description or not the product you ordered, contact hassi.ac@gmail.com with your order number and a description of the issue. Photos or video can help us assess the problem quickly, but we will not require evidence that is unreasonable in the circumstances.

We may need to inspect the product before confirming a remedy. Where the Australian Consumer Law applies:

  • for a major problem, you may be entitled to choose a refund or replacement;

  • for a minor problem, we may choose to provide a repair, replacement or another appropriate remedy within a reasonable time; and

  • we will cover reasonable return costs where we are responsible for the remedy.

We will not direct you to the manufacturer or fulfilment provider instead of handling your claim. A manufacturer’s warranty, if one applies, is additional to your rights under the Australian Consumer Law.

Refunds

Once an approved return is received and inspected, we will notify you of the outcome. Approved refunds are initiated to the original payment method within seven days. Your bank or payment provider may take additional time to make the funds available.

For an eligible change-of-mind return, the refund covers the price paid for the returned product, less any non-refundable original shipping charge. For a remedy required by the Australian Consumer Law, the refund and associated reasonable costs will be handled according to your legal rights.

Order cancellations and changes

If you need to cancel or change an order, contact us immediately. We will try to help if fulfilment has not started, but cancellation or modification is not guaranteed once the order has entered processing.

If we cannot change or cancel the order, you may request a return after delivery under this policy. Change-of-mind conditions and costs will apply unless the return is required under the Australian Consumer Law.

Contact

For all return, exchange and refund enquiries, email hassi.ac@gmail.com.